Satisfaction Survey

Gaining insights to improve customer experience

The challenge

In 2015, the U.S. Department of the Treasury (Treasury) Bureau of the Fiscal Service (Bureau) wanted to create a consolidated survey program to measure customer satisfaction for the Bureau, and address the requirements of two merged bureaus including six business units, and 19 services.

Our solutions

Develop the survey

Determine the annual information needs of six business units
Program and test the survey into the online survey platform
Consolidate and clean the customer lists
Align specific services to each customer
Develop communications plan for launch and reminders

Deploy the survey

Launch the survey
Monitor daily responses
Write and program reminders to ensure reaching desired response rate
Provide real-time email support for customers

Analyze the results

Develop reports for each business line with year-over-year comparisons
Provide reports for 24 CFO Federal Agencies
Recommend action plans for business lines
Provide ongoing recommendations for program enhancements
Develop comprehensive executive summary for Bureau leadership

The results

The Bureau has a best-in-class survey program that provides clear action plans for maintaining exceptionally high satisfaction rates. The survey distribution has increased from 14,000 federal employees in 2015 to 60,000 in 2023. Response rates have increased from 17% to 23%. The success of the program is detailed in a video that SynaVoice developed in 2020 and can be viewed on the Bureau's YouTube channel at https://youtu.be/RMj4LcxK0i0